Microsoft AI cuts Rumo’s frontline response time from 4 minutes to just 3 seconds

What if every second—and every decision—could mean the difference between safety and risk for thousands of workers who move the Brazilian economy?

For decades, Rumo’s train drivers carried not only the responsibility of operating the trains, but also about 4 kilograms of printed manuals as they traveled more than 14,000 kilometers of tracks across the country. Today, with AI at their fingertips and a growing culture of digitalization, they can make decisions that are faster, safer, and smarter.

This is the story of how Rumo is rewriting the future of rail logistics, transforming every operator and every journey.

Every second counts when a train can’t stop

At Rumo, efficiency and sustainability have always gone hand in hand. The drive for more agile, digital processes began with a cultural shift—a movement to reduce paper usage and ensure that the right information reaches the right hands at the right time.

With more than 1,700 active operators, each new standard previously required printing and distributing thousands of pages every week. “If a document is outdated, I would have to print it for 1,700 train drivers, each with at least four pages,” explains Mariana Aid Ramos Costa, Technology Analyst.

In the past, whenever a driver had a question during a journey, they had to stop the train, locate the relevant document, and call leadership for confirmation. Now, when stopping the train, drivers can query the system directly, accessing information faster and more independently, while maintaining strict safety protocols. As train driver Lucas Oliveira notes: “The impact of stopping a train is enormous. If everyone stops for four minutes, it affects the entire operation.”

But the real challenge wasn’t just logistical or physical. It was about delivering reliable, real-time information to truly empower those on the front line.

By digitizing its operational procedures, Rumo has made significant progress in reducing paper usage, increasing agility and confidence, and setting a new standard for efficiency and sustainability in rail operations. “Just by removing the procedure folders, I’ve already eliminated about 4 kg from my backpack,” says Oliveira.

“Rumo’s mission is to boost Brazil’s logistics infrastructure with efficiency and sustainability. This solution connects our sustainability goals, focus on people, and digitalization of operations toward a paperless train and a digital future. It also aligns with our DNA, which includes ‘aiming far with sustainability’ as a core pillar,” adds Gabriel Nogueira Zanon, Strategy and Technology Intelligence Manager.

RUTI Maquinista: AI with safety and purpose on the frontline

Rumo created RUTI Maquinista, an AI-powered application built with Copilot Studio, integrated with SharePoint and Azure OpenAI in Foundry Models, and secured through corporate kiosk access and controls.

With this app, train drivers can now access rules and procedures directly from the company’s mobile devices—with automatic updates, two-factor authentication, and dedicated containers that safeguard sensitive information.

“We started the project with Microsoft Entra ID, ensuring that only Rumo employees could access it. All information available through the agent is updated by Rumo’s own regulatory team. This way, we guarantee that employees’ questions and interactions with AI are answered only with content from the approved knowledge base, stored in specific containers,” explains Pedro Marcelo Becel, Technology Specialist.

“Two-factor authentication, a container limited to essential knowledge, and a kiosk. We’re talking about three layers of protection to safeguard the solution,” emphasizes Becel.

RUTI was built using Copilot Studio to accelerate the development of a secure AI agent, customized for the railway context, with native integration into Rumo’s systems, robust governance, and real-time validated responses.

According to Zanon, “Digitalizing railway operations is a crucial step in Rumo’s technology transformation strategy. This solution supports our business vision by ensuring fast, secure, and intelligent access to information, which increases both productivity and operational reliability. With documentation always up to date and available through Microsoft Copilot Studio, Azure OpenAI, and SharePoint, we eliminate the risk of outages, reduce printing, and lighten the physical load for train drivers—directly impacting safety, efficiency, and sustainability.”

Marco Aurelio Andriola, Chief Technology Officer, adds, “This transformation demonstrates how technology can be used intelligently and purposefully. Providing safe, fast, and accurate access to information is a true differentiator for those who need it most: the professionals on the front lines of our operations.”

The level of adoption was a pleasant surprise. Driver engagement has been high since the initial tests, with nearly 50% participation in just the first month and a half of implementation. The intuitive interface and familiarity with mobile devices made acceptance easy, even among professionals with limited digital experience.

Operational leadership played a crucial role in this process, promoting training and supporting the ongoing use of the tool.

From four minutes to three seconds: Safety, sustainability and trust

By eliminating printed manuals, RUTI Maquinista has delivered immediate and fully measurable benefits for operations. The average time to locate a procedure has dropped from over four minutes to just three seconds. “Today, everything is here in the palm of your hand. I open the application, type the question, and the answer appears right away,” says Oliveira.

Zanon celebrates these results: “With the transition to digital documentation and the evolution of our organizational culture, we’re seeing significant gains—7,644 hours per year in recovered productive time, elimination of 1.3 million pages annually (3.6 kg of paper per driver per trip), a reduction in average response time from four minutes to three seconds, and streamlined printing and logistics for document updates. These outcomes reinforce the integration of technology and governance, with direct impacts on safety, efficiency, and sustainability.”

The change is driving fluidity and confidence in rail operations by making it easier to access the right information at the right time. “Having quick access to the latest versions of the procedures ensures even more precision and security in decision making,” highlights Oliveira.

With real-time knowledge in the hands of train drivers, Rumo drives operational efficiency in several pillars:

• Safety: Real-time updated data that supports more informed decisions.

• Efficiency: Moving trains, fewer interruptions, and more productivity.

• Sustainability: Reduction in paper use and lower environmental impact.

• Human impact: More confident, autonomous, and valued operators.

AI agents turn information into action, turning frontline workers into decision makers. 

For Rumo, it's not just about saving time or money; it's about leading the industry toward a future where technology amplifies human potential, operational excellence, and sustainable growth.

Leading the future with AI and Copilot Agents for the frontline

Rumo's multidisciplinary approach ensured that every detail was truly at the service of train drivers. The active participation of frontline teams was essential to the success of the implementation. 

“From RUTI Maquinista, we identified potential for expansion to areas such as Legal, Operational Programming, Engineering, and Corporate Management—all with a high volume of documents and standardized processes. The scale of this initiative shows Rumo's ability to create collaborative solutions, with robust governance and potential for reuse throughout the organization,” reinforces Zanon.

With the app widely adopted, Rumo now expands the reach of AI, continuously evolving RUTI and bringing data-driven tools to other operational fronts. For Becel, the learning is clear: "Why not give operational teams the same ease with AI that we have in the office? This transforms the experience of those at the heart of the operation."

"This project isn't focused on AI for AI’s sake; it's about making a difference for those who need it," says Mariana Aid Ramos Costa.

"As AI agents evolve, opportunities and responsibilities emerge in equal proportions. Our focus is to ensure that each application has purpose and generates tangible value—with governance, auditing, and team training, so that technological autonomy goes hand-in-hand with human autonomy," concludes Andriola. 

RUTI has become a symbol of Rumo's new era: more digital, more sustainable, and, above all, more human. 

As Brazil's largest rail logistics operator, this transformation is driving the transportation of freight, people, and progress across the country, setting the pace for a smarter, safer, and more connected future.